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Customer Journey stories

Constructor named Gartner leader in search & discovery
Software-as-a-Service

Constructor named Gartner leader in search & discovery

Retailers are turning to specialist search tools as the category grows, with Gartner valuing the market at USD $17.41 billion in 2025.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Is this the advertising opportunity most brands are still missing?
Marketing

Is this the advertising opportunity most brands are still missing?

Streaming viewers can spend up to 10 minutes choosing what to watch, giving brands a rare chance to grab attention before the show starts.

By Oscar Rondon • 4 min read • Last week
Marketers turn to AI as personalisation revolution arrives
Customer Experience

Marketers turn to AI as personalisation revolution arrives

Australian marketers are turning to agentic AI to keep pace with fragmented customer journeys and rising demand for personalised content.

By David Shilovsky • 5 min read • Last week
Contentful launches Palmata to track AI brand visibility
Software-as-a-Service

Contentful launches Palmata to track AI brand visibility

Marketers are increasingly worried that AI answer engines are shaping first impressions before customers reach their websites.

By Joseph Gabriel Lagonsin • 5 min read • Last month
Talkdesk launches AI agent builder for customer teams
Customer Experience

Talkdesk launches AI agent builder for customer teams

It could cut customer service AI deployment from weeks to hours, while keeping human approval and oversight before agents go live.

By Joseph Gabriel Lagonsin • 3 min read • Last month
Forter launches five AI agents for commerce teams
Data Analytics

Forter launches five AI agents for commerce teams

Merchants could cut fraud, dispute and integration delays as Forter opens early access to tools that work inside ChatGPT and Claude.

By Joseph Gabriel Lagonsin • 4 min read • Last month
McKinsey says AI could transform marketing but firms lag
Digital Transformation

McKinsey says AI could transform marketing but firms lag

Despite heavy use of AI tools, fewer than 10% of firms have scaled them across marketing, leaving billions in potential gains unrealised.

By Regine Laguilles • 5 min read • Last month
Your marketing problem isn't data overload, it's inaction
Digital Transformation

Your marketing problem isn't data overload, it's inaction

Most marketers still miss growth because insights rarely turn into timely action, leaving customer decisions slow and fragmented.

By Bridget Perry • 6 min read • Last month
Contentful launches Palmata for AI brand monitoring
Software-as-a-Service

Contentful launches Palmata for AI brand monitoring

Marketers are getting a new tool as AI answer engines increasingly shape which brands customers see, compare and shortlist first.

By Joseph Gabriel Lagonsin • 5 min read • Last month

Stories from Other Regions

Customer Journey stories

Floward uses AI agents to handle seasonal WhatsApp spikes
Digital Transformation

Floward uses AI agents to handle seasonal WhatsApp spikes

Seasonal surges on WhatsApp are now being absorbed by AI, helping the florist cut costs 15% and keep replies to one minute.

By Sofiah Nichole Salivio • 4 min read • Last week
PCI DSS 4.0: When payment compliance becomes day-to-day retail reality
Data Protection

PCI DSS 4.0: When payment compliance becomes day-to-day retail reality

Retailers now face daily trading risk as PCI DSS 4.0 turns payment compliance into a continuous operational requirement, not an annual audit.

By Richard McPhee • 4 min read • Last week
Chaty.ai raises USD $1.15 million to boost tourism AI
Customer Experience

Chaty.ai raises USD $1.15 million to boost tourism AI

Tourism operators could capture more bookings as an AI receptionist now answers missed calls, checks availability and takes payments automatically.

By Sean Mitchell • 3 min read • Last month
3PL appoints Ryan Walker as Head of Customer Experience
Digital Transformation

3PL appoints Ryan Walker as Head of Customer Experience

The new role signals 3PL's push to improve service and align staff, systems and technology as competition in fulfilment intensifies.

By Sofiah Nichole Salivio • 4 min read • Last month
Ecommpay urges sector-wide push to stop fraud earlier
Fintech

Ecommpay urges sector-wide push to stop fraud earlier

Fraud losses could fall if banks, merchants and regulators align on earlier intervention, Ecommpay says in a new report.

By Sofiah Nichole Salivio • 4 min read • Last month
ArvatoConnect appoints new leaders as AI reshapes service
Digital Transformation

ArvatoConnect appoints new leaders as AI reshapes service

UK regulated firms are rethinking customer service as AI cuts routine work and pushes more complex queries back to human teams.

By Sofiah Nichole Salivio • 4 min read • Last month
Back-to-school buying shaped weeks before checkout
Social Media

Back-to-school buying shaped weeks before checkout

Nearly half of US Back-to-School buys are gifts, as Adlook says choices are often fixed weeks before parents reach checkout.

By Sofiah Nichole Salivio • 4 min read • Last month
Australian brands urged to rethink loyalty schemes
Customer Relationship Management

Australian brands urged to rethink loyalty schemes

Strained household budgets and rising use of AI search are forcing brands to offer clearer value if they want Australians to stay loyal.

By Karen Joy Bacudo • 4 min read • Last month
AI tools reshape US consumer loyalty, Amperity says
Data Protection

AI tools reshape US consumer loyalty, Amperity says

As AI recommendations shape shopping, 63% of US consumers say they would switch brands for a better offer, Amperity found.

By Sean Mitchell • 3 min read • Last month